Item shipped to address listed in ebay, delivered, customer says they didn't get it want money back

[modern4sale1]

I had a customer purchase an item.  The item shipped to the address that was listed on ebay and is marked received which was in Florida.  Buyer lives in Pennsylvania and of coarse did not get the order and wants their money back.  I do not enter the addresses not to mention I have a no return policy and yet I am now in the position of someone wanting to be refunded for a perfectly good package that was delivered.  What am I suppose to do in this situation?

[kensgiftshop]

Is the Florida address the one they provided when they placed the order or did the carrier deliver it to the wrong address?

[richard1rst]

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@modern4sale1 wrote:

I had a customer purchase an item.  The item shipped to the address that was listed on ebay and is marked received which was in Florida.  Buyer lives in Pennsylvania and of coarse did not get the order and wants their money back.  I do not enter the addresses not to mention I have a no return policy and yet I am now in the position of someone wanting to be refunded for a perfectly good package that was delivered.  What am I suppose to do in this situation?

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I had a similar case about a year ago - interestingly also involving Florida and Pennsylvania. (Wonder if it is the same buyer - if so than it is a scam).

Like you I pointed out that it was shipped to the address on my eBay screen. I told them to open an Item Not Received case (which I knew was a slam dunk win for me as the tracking showed it delivered to the eBay address). After a few pleading notes begging for a refund and claiming to know nothing about the Florida address which were responded to by my constant "Open an INR case". They went away. That alone convinced me it was a scam.

[modern4sale1]

It is the address listed in Ebay.  So this was not a mistake on the Post Office they delivered it to the address on the label and the address listed on Ebay.

[mtgraves7984]

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@modern4sale1 wrote:

It is the address listed in Ebay.  So this was not a mistake on the Post Office they delivered it to the address on the label and the address listed on Ebay.

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@modern4sale1 

If that is all correct and the buyer opens an INR claim, enter the tracking number into the case. You'll win. Good luck.

[modern4sale1]

They have opened an INR and my options are to refund the buyer, update tracking info, which I have nothing to add it was delivered to the address on file or send the buyer a message.  It is not a large dollar amount but it is kind of the principle of it.  How can I tell what they buyers address is.  I can see where the package was shipped but how do I know that is actually the address the customer has listed?  It is like this information is not available to the seller.  Sometimes I also see when I am shipping an item that the name on the shipping address does not match the name of the buyer.  Ebay makes it confusing to verify this.

[richard1rst]

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@modern4sale1 wrote:

They have opened an INR and my options are to refund the buyer, update tracking info, which I have nothing to add it was delivered to the address on file or send the buyer a message.  It is not a large dollar amount but it is kind of the principle of it.  How can I tell what they buyers address is.  I can see where the package was shipped but how do I know that is actually the address the customer has listed?  It is like this information is not available to the seller.  Sometimes I also see when I am shipping an item that the name on the shipping address does not match the name of the buyer.  Ebay makes it confusing to verify this.

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There is only ONE option. Upload the tracking to the INR case. Do NOT assume that just because it is on the sales ticket you are covered. YOU MUST respond to the INR by adding the tracking.

DO NOT refund the buyer

DO NOT contact the buyer

eBay will close the matter in your favor.

Sometimes I also see when I am shipping an item that the name on the shipping address does not match the name of the buyer.  Ebay makes it confusing to verify this.

There is nothing confusing about it once you learn the options available.There are times when a buyer places an order and has it shipped to someone else. I have done it with gifts to family members. Which is why the name on the order does not match my name. As long as you ship it to the address on the sales ticket you are covered. DO NOT EVER change the address after the order is placed.  Pretty straightforward policy.

[mtgraves7984]

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@modern4sale1 wrote:

They have opened an INR and my options are to refund the buyer, update tracking info, which I have nothing to add it was delivered to the address on file or send the buyer a message.  It is not a large dollar amount but it is kind of the principle of it.  How can I tell what they buyers address is.  I can see where the package was shipped but how do I know that is actually the address the customer has listed?  It is like this information is not available to the seller.  Sometimes I also see when I am shipping an item that the name on the shipping address does not match the name of the buyer.  Ebay makes it confusing to verify this.

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@modern4sale1 

"I can see where the package was shipped but how do I know that is actually the address the customer has listed?"

This ^^^ is a non-issue if you shipped to the address on the Order. Are you saying that you shipped without tracking? If so, then you do have a problem. (If for no other reason than to prove it was delivered to where you were told to ship it.) If you shipped with tracking, simply upload it into the case. Prove that you fulfilled the Order. That's all eBay requires of you. 🙌

[bdmh-enterprises]

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@modern4sale1 wrote:

They have opened an INR and my options are to refund the buyer, update tracking info, which I have nothing to add

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You would think putting the tracking into the dispute is redundant, but it is necessary. 

The reason for this is that the back end software that runs the dispute process is actually a monkey with 2 big buttons. If you choose update tracking and put in the tracking number it hits the GREEN button and you keep your money, anything else and it hits the RED button and the buyer gets your money.

[robbie31415]

You know I'm under this belief that it's necessary.

I always update tracking details on the actual dispute with the delivered tracking on the order.

I've been too chicken to not do it.

However, Mam a forum mentor has said multiple times that it's not necessary. It should make no difference if tracking was added to the order and reflects delivery.

[vintagecraze50]

You got: 1} Somebody who forgot to change their address on here when they moved from Penn to Fla., or

2).Another person on Ebay saw your sold listing and decided to try to convince you that they were the buyer and they are not the buyer at all, AND TRYING TO SCAM YOU INTO SENDING A REFUND OFF EBAY FOR THE PURCHASE. YEP, these scammers try that garbage on here. 3). The buyer who contacted you made a mistake and they are talking to the wrong seller for the wrong item that was not delivered. Without more info from you we can’t know exactly what happened here, but if item was delivered it should be a done deal here with no refund going to anybody.

[modern4sale1]

Ok, I updated the tracking information even though it already was listed.  I will not contact the buyer and just let ebay sort it out.  Now I suppose the concern is the buyer will give me a bad review  but I guess there is nothing I can do about that.

[mtgraves7984]

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@modern4sale1 wrote:

Ok, I updated the tracking information even though it already was listed.  I will not contact the buyer and just let ebay sort it out.  Now I suppose the concern is the buyer will give me a bad review  but I guess there is nothing I can do about that.

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@modern4sale1 

Good going. And as always here... don't worry about that bridge till you get to it. If so, come back here first. Godspeed.

[bdmh-enterprises]

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@modern4sale1 wrote:

Ok, I updated the tracking information even though it already was listed.  I will not contact the buyer and just let ebay sort it out.  Now I suppose the concern is the buyer will give me a bad review  but I guess there is nothing I can do about that.

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If they do leave negative feedback about the shipping, eBay will remove that. Of course you'll have to file a report for that too (eBay makes nothing easy for the seller).

I would also add that buyer to your 'blocked buyer list' in your settings.